James BondExperience_
What service design steals from the theatre — staging a moment the way a Bond film stages a hooking dramatic arc.
The Conversation_
You are hooked throughout a James Bond Thriller. Can we do the same for your customers and employees — assuming no competing brand will?
So often your customers want to tell a story, they want to be interesting to their friends, you are rarely giving them something tellable to brag with.
In this episode Adam tells us why this is such an important booster of your experience — and how you can achieve it.
If you're acting like a movie director, and your employee and customer experiences being very dramatic and tellable is something that teases your self-image, this is a must-watch.
Chapters_
Jump to a moment. Each timestamp opens the video at that beat — for the listeners who want the spine of the conversation first.
Episode Shorts_
Bite-sized clips from the conversation — the moments worth replaying.
Adam Lawrence_
Top Selling Co-Author of "This is Service Design Doing”, the co-initiator of the world's largest service design event; Global Service Jam, an Adjunct Professor for Service Design Thinking at IE Business School, Madrid and a Founding partner at WorkPlayExperience. As a theater actor, Adam is particularly specialized in bringing theatrical method into experience design — and he shares a little of that craft in this episode.
On Tellability, and Why No One Remembers a Job Done Right_
A job done right earns you the right to be forgotten. Why competence is invisible, why only the tellable survives, and what a quarter-million hospital patients reveal about the things people actually rate.
On the Only Surprise You Can Afford_
Engineered novelty is a tax that compounds — every surprise becomes tomorrow's baseline. The one renewable wonder a company owns is a person permitted to be themselves.
On the Seduction of What You Don't Show_
Most experience design adds more. The kind that seduces withholds — sequencing what you show, pacing thrill against chill, and letting the dramatic arc do the wanting.
